Guest Services Manager

OCI Hospitality; Aurora (CO); On-site; USD 48,000 - 65,000; Full time

Job summary

OCI Hospitality is seeking a Guest Services Manager to lead the hotel’s guest services team and ensure service excellence. The role requires delivering exceptional guest experiences, maintaining high standards, and supporting company and brand procedures.

The manager will act as Manager-on-Duty as needed and collaborate across departments to optimize revenue and guest satisfaction. Responsibilities include staffing decisions, guest relations, reporting, and upholding safety and quality controls.

Qualifications

• Strong interpersonal and communication skills.
• Excellent organization and attention to detail.
• Ability to handle stressful situations with poise and professionalism.
• Proven leadership and professional presence.

Responsibilities

• Oversees guest services team with authority to interview, select, and set pay; discipline and terminate recommendations.
• Delivers exceptional guest service and maintains guest loyalty.
• Maintains relationships with guests, clients and community organizations.
• Uses selling techniques to maximize revenue and occupancy.
• Provides telephone courtesy and professionalism; assists with accounting tasks and department reporting.
• Ensures timely and accurate department reporting; conducts room inspections and quality controls.
• Upholds safety procedures for guests and staff; maintains clean public areas and hotel office.

Skills

Interpersonal communication

Organizational skills

Stress management

Leadership

Professional image

Job description

Description

Job Summary

The Guest Services Manager oversees guest services operations and team members. The Guest Services Manager is responsible for ensuring labor and quality standards are upheld and assists with establishing a positive work environment, delivering exceptional guest service and administering policies and procedures established by the company and the hotel brand. The Guest Services Manager acts as Manager-on-Duty as needed.

Essential Duties and Responsibilities

• Oversees guest services team members with the authority to interview, select and set the pay of team members; discipline team members; make formal termination recommendations; and investigate and adjudicate complaints
• Demonstrates and provides exceptional guest service to all hotel guests
• Maintains personal connections with guests, clients and community organizations to encourage guest loyalty
• Uses appropriate selling techniques to maximize revenue and occupancy
• Demonstrates telephone courtesy and professionalism
• Assists with various accounting and financial functions including A/P, A/R, billing accounts and department reporting
• Ensures department reporting is completed promptly and accurately
• Assists with maintaining product and service quality standards by investigating complaints, initiating corrective action, and conducting periodic room inspections
• Maintains knowledge, skills, and abilities needed to perform any position in the department
• Assists with monitoring and upholding procedures for control of supplies, keys, monies and credit
• Assists in monitoring and upholding procedures for safety of guests and hotel team members
• Maintains clean and professional appearance of public areas and hotel office
• Performs additional responsibilities as assigned by leadership

Requirements

Qualifications

• Strong interpersonal and communication skills
• Strong organizational skills and attention to detail
• Ability to handle stressful situations with poise and professionalism
• Strong leadership and a professional image
• Conduct work-related functions in a professional manner